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About the Role
The Customer Support Engineer (CSE) is responsible for customer service activities on FAST/Films tools, including updating, troubleshooting, diagnosing, and repairing complex capital equipment at customer sites. This role represents the company to the customer, ensuring satisfaction with service and maintaining high equipment performance and productivity.
Responsibilities
- Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extent of problem, performing board-level and system-level troubleshooting.
- Analyze and diagnose equipment issues, potentially identifying customer process problems and recommending fab shutdowns if unsafe conditions exist.
- Prepare field service reports on customer support activity and provide documentation on re-occurring issues.
- Prepare quotes for customers based on labor, travel expenses, and parts needed.
- Cross train and assist other field service engineers.
- Provide guidance and technical assistance to Installation Engineers.
- Work independently, requiring only occasional guidance from management.
- Contact management daily to report activities, especially in down tool situations.
- Spend at least 50% of time at customer site and/or cleanroom factory environment.
- Contribute to knowledge capturing, re-use, collaboration, and improvement using available systems.
Requirements
- Bachelor's Level Degree or work experience of 3 years.
Skills
- Troubleshooting
- Repair
- Board-level troubleshooting
- System-level troubleshooting
- Technical knowledge
- Customer service
- Field service reporting
- Quoting
- Cross-training
- Technical assistance
Location
- USA-TX-Austin-KLA
Work Type
- Field Operations
- Onsite
Experience Level
- 3 years of work experience
Education Level
- Bachelor's Level Degree
Salary/Compensations
- $33.75 - $57.36 Per Hour
Benefits
- Medical
- Dental
- Vision
- Life insurance
- Voluntary benefits
- 401(K) with company matching
- Employee stock purchase program (ESPP)
- Student debt assistance
- Tuition reimbursement program
- Development and career growth opportunities
- Financial planning benefits
- Wellness benefits
- Employee assistance program (EAP)
- Paid time off
- Paid company holidays
- Family care and bonding leave
About the Company
- KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem.
- Virtually every electronic device is produced using KLA technologies.
- KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.
- KLA focuses on innovation and invests 15% of sales back into R&D.
- Expert teams of physicists, engineers, data scientists and problem-solvers work with technology providers to accelerate the delivery of tomorrow’s electronic devices.
- The KLA Services team is a service organization consisting of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.
- The KLA Services organization partners with field teams and customers to maintain high performance and productivity of products through a flexible portfolio of services.
- Services include proactive management of tools, expertise in optics, image processing and motion control, worldwide service engineers, 24/7 technical support teams, knowledge management systems, and an extensive parts network.
Equal Opportunity
- KLA is proud to be an Equal Opportunity Employer.
- Qualified individuals with disabilities will be provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
- Contact talent.acquisition@kla.com or +1-408-352-2808 to request accommodation.